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Work Background
InfinityBaseIT Project Manager
Sep. 2024• Manage communication between the team, client, and stakeholders to ensure project alignment
• Create and organize the project scope, breaking it down into deliverables and milestones
• Validate the scope both technically and functionally with the client and the team
• Organize the backlog, prioritizing tasks and adjustments based on QA feedback
• Manage sprints and set clear goals for the team
• Mediate follow-up meetings with clients, the tech lead, and stakeholders
• Pass technical and usability requirements to development and design teams
• Track daily standups and monitor project progress
• Quickly resolve blockers with creative solutions
• Validate design and development deliverables, focusing on quality and scope
• Collect and analyze NPS/feedbacks quarterly to drive continuous improvements
• Manage the improvement pipeline and client-related issues
• Set deadlines and ensure timely delivery
• Validate team availability and plan the project start
Sistema InfoChannel Manager
Jan. 2024 - Sep. 2024- Develop a detailed sales playbook and commercial policies to guide value-added resellers, ensuring consistency and effectiveness in operations;
- Strategically manage the lifecycle of resellers, establishing clear parameters for partner accreditation and deaccreditation;
- Develop and implement innovative sales strategies aligned with company objectives to maximize performance and market penetration;
- Set challenging and realistic goals, closely monitoring their achievement and adjusting them as necessary to achieve the desired results;
- Train and retrain sales consultants, providing continuous training to enhance their skills and knowledge, keeping them updated with market best practices;
- Actively accompany and support commercial negotiations, offering strategic support;
- Continuously analyze the market and competition, identifying opportunities and threats;
- Define, measure, and monitor KPIs to evaluate performance and identify areas for improvement;
- Apply knowledge of agile practices, focusing on Scrum and Kanban, to optimize processes, increase efficiency, and promote quick adaptation to market changes.
Sistema InfoTechnical Support and Implantation Manager
Jan. 2019 - Dec. 2023- Manage the operation of Service and Help Desk for web and desktop software, ensuring the support of a base of 2,000 clients;
- Handle technical tickets, ensuring SLA compliance and user satisfaction;
- Plan the technical training of the support team to ensure the continuous evolution of skills and knowledge;
- Plan software updates and maintenance, ensuring an always up-to-date installed base;
- Manage support service contracts, avoiding losses due to excess hours;
- Coordinate remote and/or onsite software implementation projects using the ASAP method;
- Create and manage KPIs and OKRs to ensure the delivery of strategic results defined in the planning;
- Manage waterfall model implementation projects, ensuring organization and adherence to the stages;
- Manage the estimation of project phases, ensuring compliance with the agreed scope, cost, and timeline.
Sistema InfoTechinical Support Analyst
Dec. 2017 - Dec. 2018Criciúma, Santa Catarina, Brasil- Address technical tickets related to problems and/or questions about web and desktop software, providing efficient and quick solutions;
- Intercept and analyze API calls, identifying and solving communication problems between systems;
- Analyze and debug source code, identifying and correcting errors to ensure the proper functioning of the software;
- Query relational databases using SQL to obtain the necessary information to resolve technical tickets;
- Create formatted queries for information management as requested by users, facilitating the retrieval of specific data;
- Develop FAQs and technical documents, enabling user autonomy and reducing dependence on technical support.
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